Assistant Manager, Guest Experience
(18116)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
Assistant Guest Experience Manager is responsible for overseeing the daily operations, reporting, training, and management of the Guest Experience team. With experience in a high-end luxury or boutique hotel/resort environment, this role supports the Front Office and Guest Services teams in delivering exceptional customer service and ensuring that all colleagues are empowered with the tools and guidance they need to succeed. The position also manages guest flow in public areas, handles inquiries, and ensures prompt resolution of service issues while maintaining the highest standards of hospitality.
Key Duties and Responsibilities
• Maintain a positive, professional, and motivated attitude at all times.
• Display outstanding hospitality skills aligned with the brand’s five service pillars.
• Manage day-to-day operations, ensuring quality standards and guest satisfaction are consistently achieved.
• Maintain high visibility in guest areas during peak hours and provide immediate assistance as needed.
• Interact regularly with guests to obtain feedback on service and product quality.
• Record and track guest feedback and issues in the guest response system and ensure timely follow-up.
• Handle guest complaints and resolve issues efficiently to ensure satisfaction and loyalty.
• Support and implement the guest recognition and service recovery programs.
• Serve as a role model by demonstrating professional and service-oriented behavior.
• Supervise and manage team members, ensuring understanding of roles and responsibilities.
• Observe service performance and provide ongoing feedback, coaching, and mentoring.
• Empower employees to deliver exceptional service and resolve guest concerns proactively.
• Identify training needs and assist in conducting departmental training sessions.
• Participate in hiring, onboarding, and performance evaluations as required.
• Coordinate with all departments to ensure seamless service delivery.
• Conduct regular property tours to monitor appearance, safety, staffing, and maintenance.
• Ensure adherence to hotel policies, standard operating procedures, and safety guidelines.
• Assist in managing departmental reports, budgets, and performance metrics.
• Support energy conservation and sustainability initiatives through operational compliance.
• Perform Front Desk duties as required during peak business periods.
• Fully understand and implement emergency procedures (fire, accident, theft, etc.).
• Ensure compliance with security, health, and safety policies and regulations.
• Participate in investigations of guest or employee incidents when need
Education & Experience Requirements
• Minimum 2 years’ experience in a luxury or boutique hotel, preferably in guest services or front office.
• Proven skills in hospitality operations, guest service management, and team development.
• Previous experience in reservations and revenue management is an advantage.
• Excellent communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office Suite and property management systems.
• Strong problem-solving, listening, and analytical abilities.
• Fluency in verbal and written English (additional languages preferred).
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
